Helpdesk Verifications

The Helpdesk integration enables IT and support agents to initiate an identity verification session for an employee on demand before handling high-risk requests such as MFA resets, account unlocks, or access changes.

Rather than relying on knowledge-based authentication (security questions, etc.), the agent sends the employee a verification link. The employee completes a biometric check, and the agent can view the result directly in the Omni Dashboard before proceeding.

How It Works

Agent-Initiated Flow

1. A support agent receives a high-risk request from an employee (for example, an MFA reset or account unlock).
2. The agent uses the Omni Dashboard or the Request New Onboarding API to send the employee a verification link.
3. The employee receives the link via email or SMS and completes identity verification on their device.
4. The agent views the verification result in the Omni Dashboard and proceeds accordingly.

Triggering Verifications via API

To request a verification programmatically, use the Request New Onboarding API with the helpdesk integration's integrationReference value and the employee's loginHint.

POST {base-api-url}/omni/b2b/onboarding/request-new

Set notification.type to EMAIL or SMS to deliver the verification link directly to the employee.

Set Up Guide

1. Log in to Dashboard.
2. In the left navigation, click Integrations.
3. Locate the Helpdesk integration and open its configuration.
4. Use the drop-down to Select a Workflow for this Integration.
5. Click Save. An Integration Reference ID is generated, which is used to trigger verification sessions via the API.

Viewing Results

Completed verification sessions are visible in Dashboard under the employee's Identity. Session outcomes are also available via session webhooks.